HANALEI VERSOLA QUIZON
Hospitality Industry
Casantaan, Urdaneta, Pangasinan
Summary
OBJECTIVES: To be able to apply my knowledge and skills and other learning experiences in a company with a high level of initiative, diligence and responsibility towards attainment of high standard of service. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
3
3
Languages
Work History
Client Care Specialist / Wellness Specialist
AesthetiQ Wellness and Spa (BODYLITE CENTER INC.)
2/L, SM City Urdaneta Central, Nancayasan, Urdaneta City, Pangasinan
04.2018 - 11.2022
- Market the spa products for additional sales of the branch
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Finalized sales, processed payments and scheduled deliveries.
- Prepares everyday report for the branch for the next day
- Dealing with customer complaints and comments;
- Provided information and referrals to community partners and other treatment providers.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Resolve all guest/member complaints, to ensure guest satisfaction
- Provide information and assistance to all staff and guests
- A point of contact in the absence of the Manager
- Perform openings and or closing procedures as necessary
- Satisfaction, safety, sanitation and spa profit maximization
- Maintain industry knowledge and understanding
- Perform all other related duties assigned by the Management
- Ensure Guest, team and personal health and safety is maintained at all times, reporting any concerns in a timely manner.
Hotel Receptionist
MONKEY NAP HOSTEL
Sukhumvit 30 Alley, Khwaeng Khlong Ta, Khet Khlong Toei, Krung Thep Maha Nakhon 10110, Bangkok
09.2017 - 12.2017
- Planning and organizing accommodation, catering and other hotel services;
- Planning work schedules for individuals and teams;
- Meeting and greeting customers;
- Dealing with customer complaints and comments;
- Addressing problems and troubleshooting;
- Carrying out inspections of property and services;
- Answers Email and inquiries of guest for booking
- Explain the rules and regulations of the Hotel before they check in
- Answers telephone calls, for booking online and walk in guest.
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Completed late check-ins and directed guests to rooms and facilities.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Managed lost and found items to assist guests with retrieving belongings.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Developed and maintained positive relationships with guests for satisfaction.
Spa Receptionist
The Berkeley Hotel, LET’S RELAX SPA (SIAM WELLNESS GROUP PUBLIC CO., LTD)
Pratunam, 10th Floor, Ratchaprarop Rd., Kwang Makkasan, Khet Ratchathewee, Bangkok
07.2016 - 08.2017
- Market the spa products for additional sales of the branch
- Answers email and inquiries of guest for booking
- Answers telephone calls, for booking and walk in guest
- Meeting and greeting customers;
- Prepares everyday report for the branch for the next day
- Dealing with customer complaints and comments;
- Resolve all guest/member complaints, to ensure guest satisfaction
- Provide information and assistance to all staff and guests
- A point of contact in the absence of the Manager
- Perform openings and or closing procedures as necessary
- Satisfaction, safety, sanitation and spa profit maximization
- Conduct employee evaluations and timely feedback by maintaining open communication with team members
- Assist with administration duties such as payroll, scheduling, forecasting, stock taking and orders
- Manage training and delivery of team members
- Maintain industry knowledge and understanding
- Perform all other related duties assigned by the Management
- Ensure Guest, team and personal health and safety is maintained at all times, reporting any concerns in a timely manner.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Introduced new beauty products to consumers by informing clients about use and benefits.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Scheduled office meetings and client appointments for staff teams.
- Handled assignments independently with good judgement and critical thinking skills.
Spa Receptionist
Mandarin Hotel, LET’S RELAX SPA (SIAM WELLNESS GROUP PUBLIC CO., LTD)
Rama IV Rd, Mahapruktaram, Bangrak, Bangkok
08.2015 - 07.2016
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Introduced new beauty products to consumers by informing clients about use and benefits.
- Communicated with spa team members if clients canceled or changed appointment times.
- Trained new hires on new appointment scheduling, opening, closing duties, and generating and balancing daily revenue reports.
- Listened closely to customer complaints and responded appropriately to issues.
- Handled payments and processed credit card transactions.
- Consistently kept reception area clean and tidy and maintained presence at desk area.
- Achieved specified sales targets by promoting special treatments, additional services, and products.
- Enforced spa policies, following company procedures at all times.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Assisted with marketing campaigns to promote spa services.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Waitress / Kitchen Assistant
SUNDANCE CAFÉ
Avenida De Guimaraes, 27, Mei Keng Garden, Mei Pou Kok, Taipa
02.2015 - 08.2015
- Cooking foods for the customers
- Making desserts for customers
- Making coffee, tea and drinks for customers
- Delivering foods to the guests
- Getting orders of the guests
- Washing dishes and cleaning tables
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Greeted new customers, discussed specials, and took drink orders.
Education
Bachelor of Science - Tourism
URDANETA CITY UNIVERSITY
San Vicente, Urdaneta City, Pangasinan 05.2009 - 05.2013
High School Diploma -
MERRYLAND MONTESSORI AND HIGH SCHOOL INC.
San Vicente Central, Urdaneta City, Pangasinan 06.2005 - 04.2009
MERRYLAND MONTESSORI AND HIGH SCHOOL INC.
San Vicente Central, Urdaneta City, Pangasinan 06.1999 - 04.2005
Skills
QUALIFICATION SKILLS
●Good customer service ●Dedicated and hardworking individual ●Flexible and reliable ●Punctual and honest ●Ability to deal with different classes of people ●Ability to work accurately ●A friendly personality and a genuine desire to help and please others; ●The ability to think clearly and make quick decisions; ●Numeracy and logistical planning skills; ●A professional manner and a calm, rational approach in hectic situations; ●The ability to balance customer and business priorities; ●Flexibility and a 'can do' mentality; energy and patience; ●Excellent communication and interpersonal skills, especially when dealing with speakers of other languages
Accomplishments
- Nd floor Rudel Building V
- Corner, Diego Silang St
- Lower Mabini, Baguio City, Philippines
- March 2012- May 2012O TRAVEL ONBOARD M/V ST
- GREGORY THE GREAT 14 days of Apprenticeship-by-Experience (APEX) Program 5/F Parkview Plaza, Kalaw Cor
- Taft, Ermita, Manila, Philippines December 6, 2012- December 20, 2012
Timeline
Client Care Specialist / Wellness Specialist
AesthetiQ Wellness and Spa (BODYLITE CENTER INC.)
04.2018 - 11.2022
Hotel Receptionist
MONKEY NAP HOSTEL
09.2017 - 12.2017
Spa Receptionist
The Berkeley Hotel, LET’S RELAX SPA (SIAM WELLNESS GROUP PUBLIC CO., LTD)
07.2016 - 08.2017
Spa Receptionist
Mandarin Hotel, LET’S RELAX SPA (SIAM WELLNESS GROUP PUBLIC CO., LTD)
08.2015 - 07.2016
Waitress / Kitchen Assistant
SUNDANCE CAFÉ
02.2015 - 08.2015
Bachelor of Science - Tourism
URDANETA CITY UNIVERSITY
05.2009 - 05.2013
High School Diploma -
MERRYLAND MONTESSORI AND HIGH SCHOOL INC.
06.2005 - 04.2009
MERRYLAND MONTESSORI AND HIGH SCHOOL INC.
06.1999 - 04.2005